After the probation period of customer service, I also joined the company's customer service work, and I can do it well. I am also very grateful to my colleagues in the customer service department for giving me a lot of help all the time, so that I can do this customer service work better, and my efforts have been affirmed, so that I can become a full-time employee. I also want to sum up my past work.
As a customer service, I also want to know about the company's business, the people I have to face, a process and matters needing attention in my work. During these studies, I have a better understanding of the position of customer service and how to work. At the same time, in the communication with customers, I feel that it is not so easy to do this job well, and only hard work can yield something. My colleagues also taught me a lot of experience, which made me better at doing things. And when I encounter problems, I will actively find a way, or ask my colleagues to serve customers better and do customer service work. The attitude of service is very important. No matter what state customers are in, whether they are angry or noisy, or no matter what, we can't be brought in by their emotions, but we should do a good job with a good attitude and be more targeted.
When dealing with things, we are also conscientious and do a good job of service, which is also affirmed by customers. Some problems can't be solved by yourself. I will also actively contact my colleagues and try to deal with it as soon as possible. I have also learned a lot these days, which makes me more aware that it is really hard to do a good job in customer service, but it can also make us grow a lot. At the same time, my work has solved the customer's problems, and I feel that my efforts have not been in vain, and I feel very fulfilled. These have also accumulated my experience, and it will be easier to deal with problems in the future. Through hard work, my work can be affirmed. I didn't make any mistakes, and I performed my duties well. At the same time, I also try to cooperate with my colleagues and make my attitude recognized by my colleagues.
Although the trial is over, I also know that as a regular employee, my responsibilities are heavier, and I will continue to study, so that my customer service work can be better, get more customers' affirmation, and my service attitude and methods must be improved. Although the post is the foundation, it is also best to understand the front-line posts in this industry. I also want to cherish the opportunity to study here, and I will try my best to make myself progress and grow.
Summary of customer service probation work (4 general remarks) 2
I started work on xx, xx, xx. According to the needs of the company, I am currently working as a telephone customer service post in XX. For more than two months, with the help of company leaders and colleagues, I have a better understanding and mastery of my work content and scope. Now I will briefly summarize my work as follows:
1. Understand the company profile and memorize product knowledge; Familiar with the customer service workflow of the company and the workflow of relevant departments;
2. Clarify the customer service behavior norms and customer service standard question and answer norms, and participate in customer service telephone skills and customer service standard language training; At the same time, self-study the relevant knowledge of pre-sale, sale and after-sales service;
3. Contact xx winners sponsored by the company and record relevant information;
4, can timely reflect the winning information to the warehouse staff, to ensure accurate and timely delivery;
5. Track the after-sales service of the winners after delivery;
6. Be able to patiently and sincerely answer, inquire and feedback the information needed by customers;
7, can find problems in time and put forward suggestions to solve the problem, and reflect to the leaders in the daily newspaper.
Maybe everyone thinks that looking for a job requires finding the right person, but actually they don't think so. I think customer service is a good exercise and training for me. Now is the era of service economy, and the requirements for customer service are becoming more and more strict. First of all, the customer service specialist represents the interests of customers internally and the image of the company externally. Customer service specialists need to have a sunny attitude, service awareness, service etiquette, pronunciation quality, business knowledge, service skills and adaptability, which is also the improvement of their own quality, cultivation and ability. It's not just a phone call, it's as simple as answering a phone call, and it requires skills and methods. I know I have always lacked the ability to communicate with people. What I need is to challenge myself and surpass myself. I think receiving customers is more interesting than doing ordinary technical work. I like dealing with people and communicating with them. Because I think it is a challenge for me to communicate with others, and I am eager to challenge. I like to let some angry people finally calm down their anger through me. My work philosophy is: do what I love and love what I do.
Because the customer service department of domestic marketing has just been established, many facilities and processes are still not perfect. For example, before we go to work, we need to know what customers usually encounter when they call, what are the common problems and what measures should be taken to solve them. All these require us to explore and summarize slowly in practice, but this can make me learn more. Of course, I also made some minor mistakes and problems in my work, and the department leaders corrected me in time, which also promoted the maturity of my work. Generally speaking, I think I still have the following shortcomings and deficiencies:
1, limited work experience, lack of foresight and creativity in work, need to enrich their own industry knowledge and experience;
2. The professional knowledge of products is not deep enough, so we need to strengthen our study;
3. Thinking about problems is sometimes not comprehensive enough, and you need to learn from leaders and colleagues. At the same time, I think there are some problems in the company's customer service work:
1, there are conflicts and contradictions in the work of different departments;
2, often only solve the service bottleneck problem of individual links or specify the problem, can not fully mobilize all aspects of enterprise resources, all-round, from the source to solve the problem; Lack of long-term mechanism to serve bottleneck textiles;
3. Problems are often solved once and appear repeatedly.
I think customer service needs to be improved in the following aspects:
1. Quickly formulate corresponding processes and long-term mechanisms according to customer needs;
2. Let the relevant departments negotiate long-term support and cooperate with customer service, and customer service tracking will be faster and more effective;
3. Provide clear career development channels and prospects for customer service personnel, such as: adequate knowledge and skills training; Moderate job rotation and internal work expansion; Cultivate conscious internal managers.
It is said that the workplace is like a battlefield, but when I integrate into this group, I find that my colleagues here are very enthusiastic and the office atmosphere is very harmonious. I often have dinner, get together and travel together to enhance our friendship. This working environment makes me feel very relaxed and happy. This year, the company adopted the assessment system of xx, which is conducive to promoting our hard work and study during the commitment period and improving work efficiency and quality. I think this is a pretty good policy. In short, I am very grateful to xx for giving me this internship opportunity, which made me learn a lot and grow a lot, and made me understand that graduation does not mean unemployment and the termination of my studies, but a transition and sublimation. I will continue to surpass and progress in my future work and study, and advance and retreat with the company. I believe that my study in these two months will definitely accumulate and make my future work perfect.
Summary of customer service probation work (generally 4 articles) 3
How time flies! I have been in the company for three months, and I have tried in the customer service position for three months. In these three months, I learned practical experience that I couldn't learn in school before, and also experienced a social life completely different from school life. I have many feelings about the probation period, so I won't elaborate. Let's sum up my work during this period!
1. What does customer service do?
After three months' trial, I finally fully understand the job responsibilities of customer service. For an engineering student, this is really not a simple thing, because I happen to be in the post of customer service. I really spend more time than others to know how to communicate with people, how to satisfy customers, and then how to make customers like my customer service. Fortunately, I understand now, so I don't have to think about how complicated and difficult the customer service work is. Just like being a man, I naturally communicate with customers and try my best to solve problems for customers, and customers will eventually recognize me as a customer service.
Second, the image of customer service in the company
During the three-month probation period, I will receive all kinds of calls from customers every day, including complaints, inquiries, wrong calls and sheer boredom. The more calls you receive, the more you understand the needs of customers and the more you know the location of customer service. As the service representatives of the company, we are just like the image of the company. Whether it is a complaining customer or a purely boring customer, as long as the phone is connected, our customer service should maintain the image from the company's point of view, maintain the image of the customer, and always be polite to the customer's requirements.
Third, the development space of customer service.
As mentioned earlier, I got this customer service position by accident. I don't know if I will always like this position in the future, but I still like the challenge this position brings me. I have learned a lot of wisdom in customer service, which I didn't expect in advance. I think the development space of customer service will be full of challenges I can't imagine! Only when we are challenged will we make continuous progress, won't we? If I can, I hope my customer service road can climb up and let our customers affirm our whole company because of our service.
The above is a summary of my trial work in the company's customer service position. They are not very long, but I think they are in place, which can not only draw a perfect ending for my efforts during this period, but also guide my customer service work in the future. I believe my works will become more and more mature in the future.
Summary of customer service probation work (4 general remarks) 4
I. Basic work situation
Due to the late establishment of xx company and limited manpower and material resources, the whole basic work is very weak. Therefore, first of all, we should do the basic work of customer service center.
1. Establish and improve various systems. For example, there are xx internal control systems, governance regulations, implementation rules and various methods, which have initially formed a complete governance system, so that the whole customer service work and people's behavior are under the control of the system, so that there are laws to follow and rules to follow.
2. standardize the process. Adopt scientific, reasonable and practical processes to regulate and restrict the whole claim settlement work, such as "xx claim settlement practice".
3. Recruit and strengthen training. Through various channels, extensively recruit and absorb claims settlement talents, select the best from the insurance industry and recent college graduates, and adopt current recruitment, training and talent reserve to ensure short-term and medium-term human resources. Over the past year, I have participated in open recruitment for xx times, organized large-scale training for xx times and organized small-scale training for xx times. Get good results.
4. Coordinate relations and strengthen communication. Including public security, traffic teams, loss companies, lawyers, repair shops and other departments to lay a good foundation for claims.
Second, the main work summary
1, grasp the governance. Customer service management is a very important job, which includes the management of people, business and services. In the rule of man, first, pay attention to system construction, establish and improve various rules and regulations, so that there are rules to follow and laws to follow; Second, do a good job in the ideological work of the masses and improve the enthusiasm, responsibility and sense of responsibility of claimants; In business governance, it is mainly to standardize the claims process and supervision and inspection, so as to make the claims process scientific, reasonable and practical, and at the same time strengthen the supervision and inspection of all links to improve the overall claims level.
2. Grasp the service. Service is the purpose of insurance companies and the core content of service center work. This service mainly serves employees, companies and customers. We strive to serve our employees and develop our business conveniently, quickly and thoughtfully. In terms of customer service, we strive to be proactive, prompt, reasonable, simple and thoughtful, anxious about customers' urgent needs, thinking about customers' thoughts, making the compensation in place, never making excessive compensation, and striving to satisfy customers. Through our ideological work and art of doing things, we can make claims work closer to customers, promote business development, satisfy employees, companies and customers.
3. Grasp the training. In order to improve the service level of the claimant, it is necessary to strengthen on-the-job training. The main training contents include: relevant laws and regulations, insurance clauses, company regulations, automobile professional knowledge, loss assessment technology and related knowledge. Training methods include: combination of centralized training and personal training, combination of theoretical training and practical operation, and combination of external training and self-training. There are exams for each training, and each exam is linked to Hwa-Sung Do's performance, and a comprehensive evaluation will be conducted at the end of the year.
4. Grasp the quality of claims. Over the past year, we have paid great attention to the quality of claims, first of all, we must control the losses and be strict and accurate; Secondly, the control of nuclear price should be accurate and reasonable; Finally, control responsibility, that is, accurately define insurance liability, strictly understand insurance fraud cases, carefully handle cases of refusing compensation, and strictly put an end to unreasonable compensation. Over the past year, according to the above statistics, the cases of fraudulent compensation, refusal to pay compensation and unreasonable compensation were solved, which reduced the compensation for the company by 10000 yuan and actually created a profit of 10000 yuan for the company. A summary of the administrative probation period and a model essay on self-evaluation (three articles) II. A summary of the probation period of employees and a model essay on the application for full employment (four articles) III. A summary of the probation period of employees in the company (five articles) IV. Model essay on summary report of probation period for new employees (four articles) V. Model essay on summary of probation period for junior high school teachers (three articles) VI. A summary of the personal probation period of college graduates (three articles) VII. Work summary and employment application of employees during probation period (three articles) VIII. Summary essay on personal work of nurse trainee (five articles) IX. Summary essay on personal work of civil servants during probation period (two articles) X. Summary essay on personal brief work of employees during probation period (four articles);